Why do I get a message "The report exceeds the number of licensed agents"? How many agents do I need?
2020-01-17This error is displayed when QM senses that there are more than the maximum licensed number of agents in the dataset it is processing.
As a general rule, you need an agent for each separate agent entity you want to keep track of - so if you have two shifts of 20 persons each, you need 40 agents total. If your agents change over time and you want to keep track of both present and past ones, using a different code for each, you will have to factor that in as well. So, for most call centers, you will need something more than the number of paychecks you write every month, for people who work with their phones.
QueueMetrics natively tracks only calls on queues, so any entity that is not answering on a queue (or taking part in an outbound campaigns) is not counted. If you use automated outbound tracking, all phones will be tracked and so every one of them will be counted as one agent.
The error above may be caused by three reasons:
You can easily check which one is your case by requesting an unlimited demo key and running the same report that displays the error; go to the "Agents on queue" report and count the number of distinct lines that appear there.
What you can do to mitigate this problem:
As a general rule, you need an agent for each separate agent entity you want to keep track of - so if you have two shifts of 20 persons each, you need 40 agents total. If your agents change over time and you want to keep track of both present and past ones, using a different code for each, you will have to factor that in as well. So, for most call centers, you will need something more than the number of paychecks you write every month, for people who work with their phones.
QueueMetrics natively tracks only calls on queues, so any entity that is not answering on a queue (or taking part in an outbound campaigns) is not counted. If you use automated outbound tracking, all phones will be tracked and so every one of them will be counted as one agent.
The error above may be caused by three reasons:
- You have more agents than your license is valid for (and in this case you should purchase an enlargement);
- You have less agents than your license is valid for, but agents appear under multiple distinct codes;
- The report covers current and past agents, that in total are more than the licensed number of agents.
You can easily check which one is your case by requesting an unlimited demo key and running the same report that displays the error; go to the "Agents on queue" report and count the number of distinct lines that appear there.
What you can do to mitigate this problem:
- Purchase a larger license key
- If you changed your agent numbering plan, avoid running reports that overlap both agent sets
- Try and run reports that do not include more than the licensed agents
- Edit the dataset manually - or create an alias - to merge to the same code in case the same agent appeared under different codes (e.g. sometimes as Agent/101 other times as SIP/101).
See also: